I started in sales, and was immediately ticked when the carrier I was working for started selling devices that worked with a technology other than the one they had service for in my area. This resulted in all of their devices working in Analog mode; which meant hot phones, short battery life, and customers screaming at me that their ears were burned.
I quit the moment I found another job.
This, however, wasn't bad devices, it was bad service. Following that, the new carrier I was working for began selling the smaller, trendier phones that were just coming on the market (in 2003). We were quickly learning which phones were developing a very bad reputation.
The first problem was with the Motorola V60 which many of you probably had at one point or another, but this was probably the first big antenna design flaw. The small, gray, external antenna was prone to breaking right off with very mild mishandling. We were constantly pulling phones apart, installing new parts, and screwing the antennas back in.
And, telling some folks that No, super gluing the antenna did NOT fix the problem... just fried their entire phone.
Then my interest in the performance side of things (what I do now) was piqued when a field tech pointed out to me that models have different classes, and though the standard went from 3 watt phones to 6/10ths of a watt phones, SOME models (namely Nokia's) transmitted on the uplink at 2 watts or close to it.
I started gently (sometimes not so gently) nudging my customers that lived far from our towers into these "candy bar" style phones. They didn't flip. They were an inch thick. They were NOT cool.
At the same time, we were changing technologies again, and the Motorola t720 came out. It had a big, beautiful, full color screen and was oh so lightweight. Every woman wanted it. That thing came back with more weird bugs and flaws than any other device ever sold and I almost flat out refused to sell it. Fortunately, the company dropped it like it was hot.. and runny.
Then the dawn of the Motorola Razr. I feel bad because I'm knocking so many Motorolas, but it is what it is. Certain versions of the Razr, that cool, thin, silver flip phone, were the equivalent of talking to a tin can on a string. They were horrible! They dropped calls left and right! The antenna was in that thick part at the bottom of the phone, the worst possible location! Our customers were complaining and we were telling them they needed to change devices and when they saw the Nokia's or Sony Ericsson's we were recommending, they recoiled as though we told them they would have to sacrifice their first born!
Then, the clouds parted and the iPhone arrived. Oooh, a touchscreen. Oooh, apps. Ooooh. This device actually measures 3db less than most other models; we bench test all phones before deciding to sell them (subsidize them) with our plans. At this point, however, customers were jailbreaking it to use it on our network. We couldn't say whether it met our standards or not.
Well, for some reason, the poor quality of the radio in this device (because ALL mobile phone are just a glorified, hand-held radio) didn't deter not one 20-something customer from buying it.
When I heard the new iPhone had an improved antenna, I was actually excited for once, that I could now promote this trendy tool. Then the issues with bars to RSSI, hands to antennas cutting out transmission.... it made me wonder if the public was finally understanding what the object they're using really is.
- It's a radio.
- With an antenna.
- That has to see antennas on a tower that could be miles and miles away, or obstructed by buildings or by the walls you're within.
- That has to have a well-designed network behind it (the carrier).
- And has to have sufficient power (the battery) and design (the hardware/software) to communicate over vast distances through multiple objects.
- And has to recover from the loss of what your head absorbs when not using a headset, or the challenges when you lay it down on its antenna on your desk or passenger seat.
- And has to correctly communicate the thousands of messages that take place between it and a core network in some far off location on each and every single call, text message, and data session. Even when you just power up your phone, it's sending messages over the miles that basically say "Hello, I'm on, I'm here, if you need me."

















